RoundPoint Mortgage Servicing LLC Avis 

Update per RoundPoint's response: The email they provided isn't what's listed on their website. Just sent an email. No answer. Also just called. I am currently #42 in line to talk to a human. You have anything more to say, Roundpoint?

Original review: This company doesn’t respond to messages, emails, or web forms. Absolutely impossible to reach. I’m starting to wonder whether they are actually a company, which is frightening in a mortgage lender.

Pretty much ruined my Credit Score, Make you pay for an Apprasial and then drop you

As a real estate agent I wish my buyer had NEVER contacted RoundPoint. Terrible response time, emails about items not related to our transaction, and answers that conflicted with real estate practices. Always wondering if they'll meet, or are aware of contractual deadlines. Avoid. Contact a local brick-and-mortar lender or you put your purchase in jeopardy.

They are illegally telling me that as the surviving spouse I cannot sell my loft to anyone other than a family member unless I refinance. This is a scam. It also took me 3 attempts to get them to change the auto pay to my bank account.

These guys are terrible-- apparently, if they send an escrow increase notice in the mail (not sent certified mail or even signature confirmation), so there is no way either of us can know whether that information reached me (of which it did not). I asked about having the late fee removed, and they said that if it wasn't "their fault", then they will not refund it. They don't care if it wasn't my fault either, having never received the correspondence. So they are cool with penalizing their customers for something they were not willing to put any real effort into (i.e. sending a notice with documentable proof-- signature confirmation/tracking/anything proving delivery-- that the customer received the notice). Guys, this is a terrible mortgage company. Refinance or pay off your mortgage ASAP, unless you like being treated as if YOU as the customer are there to serve them, not the other way around.

Update: It’s almost comical that they replied, as if they plan to get in touch to get this resolved. After putting up with the first snotty woman that I spoke with (and when it was clear that she wasn’t going to help me), I asked to speak with a supervisor. She then started telling me that they would tell me the same thing and started to go over exactly what she just told me. I told her that I didn’t care, that I wanted to talk with a supervisor. In which she STILL proceeded to detail what she just told me for the past 5 minutes. I just hung up and called right back, as I was done dealing with her. The second woman promptly placed me on hold for at least 20 minutes before a supervisor was able to come on the line. And as expected, they care nothing about actually helping— just saying “this is not Roundpoint’s error, so the late fee will apply.” This is the same mentality as so many of the “big banks” that likewise suck to no end. I will be SHOCKED if I actually hear anything from these Yo-yos. But if this message is still here, then you can be sure they are just trying to not look like the cowards they are, hiding behind their late fees and douchbag ways of treating their customers like cow
dung.

Absolutely terrible mortgage servicing company. They have one job and cannot even do that. Failed to correctly handle escrow of taxes. Service reps cannot do basic mortgage math and will try to commit mortgage fraud if you consult about things like refinancing.

My mortgage payment didn't go through for some reason. I never got a notification that it failed. I never got a notification that the payment was missed. So, I was surprised when my first contact from RoundPoint Mortgage was a phone call saying the payment was late and that I had accrued ~$100 late fee charge. That's ridiculous. Again, no notifications from them prior to that. I had no idea that my mortgage was unpaid. This should be illegal. Why are mortgage companies allowed to sell my mortgage to other companies. I didn't sign up for RoundPoint, but that's who I ended up with. This isn't right. Bad service.

I applied for a forbearance on my mortgage with RoundPoint Mortgage. I received a letter granting a forbearance dated July 25, 2025. The second line of the letter indicates the forbearance was accepted – “Based on careful review of the information you provided, you have been approved for a Forbearance Plan”. There is no mention of a condition to the acceptance. However, there is a requirement to accept the forbearance by Aug 1 hidden in the middle of page 3. I don’t remember when the letter arrived, but it was after Aug 1 deadline. This is deceptive trickery.

Also, RoundPoint’s website showed on Aug 8, 2026 that the payment due for the month of August was $0. Therefore, I canceled my scheduled monthly payment.

On Aug 21, 2026 I received a phone call asking me when I was going to make my payment for the mortgage. I explained I was in a forbearance and no payments were required. The representative explained to me that since I didn’t accept the forbearance it was canceled and I was now late on the payment and I had a late fee too.

I asked to have the late fee waived. Since the forbearance condition was unknown to me, and the Aug 8 website showed no payment due, I think this is reasonable. RoundPoint Mortgage disagrees. They claims they made no error. Therefore, I was denied a late fee waiver.

I received notice that the forbearance was revoked on Aug 25. This is after the late fee was charged on Aug 18. The letter was dated Aug 15. Did it take 10 days to arrive or do they back date their letters? Regardless, how can they justify charging me a late fee before I receive notice that the forbearance was revoked?

It is wrong to offer financial help, in the form of a forbearance, and then through a hidden condition revoke it. I thought I didn’t have to make an August payment. It is wrong to restore that payment requirement suddenly without informing me and then add to the injury by charging me a late fee.

I want the late fee of $94.56 refunded. I also want better clarity added to their process. Other customers shouldn’t be tricked by the hidden forbearance condition.

I have since received financial assistance from my parents to hold me over while I sell other property to obtain money to pay the mortgage while I seek employment. This is difficult for me and a burden, but I don’t trust RoundPoint Mortgage. At best they are poor communicators; at worst they are tricksters. Regardless, they have no interest in providing genuine mortgage assistance.

Unhelpful customer service that can’t actually help resolve issues. Just repeat the same script over and over again.

Predatory fee practices and they changed their policy to avoid them having to remove fees. No options for escalation and resolution other than “submitting an internal complaint” aka they won’t do anything.

Tried to set up my account on their website using the loan number they assigned to me, but the website is misleading and unable to work. I received terrible customer service with an attitude. I need to find a new financial service to get away from this unprofessional scam company

I am writing to express my dissatisfaction with Roundpoint Mortgage due to their deceptive practices and poor customer service. Firstly, Roundpoint Mortgage's emails, including critical updates about my mortgage, are consistently sent to my junk folder. This issue is exacerbated by their frequent sending of irrelevant promotional emails, which likely causes important communications to be flagged as spam.
Unbeknownst to me, my mortgage payment increased due to changes in taxes and insurance. Roundpoint Mortgage failed to effectively communicate this change, resulting in my unawareness of the updated payment amount. Consequently, when I made my next payment, Roundpoint applied the entire amount to the principal only, without covering the adjusted taxes and insurance, and then charged me a late fee.
When I contacted their customer service to resolve this issue, they were unhelpful and dismissive, stating that it was "impossible" to refund the $64.61 late fee. This response is unacceptable, as their failure to properly notify me of the payment increase directly caused the issue. I demand that Roundpoint Mortgage refund the late fee, improve their email communication practices to prioritize critical mortgage-related updates, and cease sending excessive promotional emails that clutter inboxes and obscure important information.

Roundpoint mortgage has been nothing but frustration. Our mortgage was sold to this company. We purchased our home in Feb 2024 and we were flooded in hurricane helene in Sept 2024. Since then, they have held our insurance claim while I shell out thousands to fix the house out of pocket. They require contractor affidavits which I have supplied, I have sent receipt after receipt to prive how funds are spent, emailed every explanation they ask for. Yet, they still are holding the money. They say every time I call that they are noting the file and escalating this case. No response to my emails. No phone calls. No explanations. Just impossible hoops. I do not recommend this company

I already emailed customer resolution 3 months ago and have gotten no response

We sold our house in March of 2025 and have been waiting since then to receive our escrow excess check after our loan was paid off. I've heard nothing but BS excuses every time I call, from reps who are rude and barely speak English. I didn't choose this ridiculous company to service my loan; my mortgage was sold to them. From all of the reviews I've seen, I'm not the only one who has experienced their horrible customer service.

Update: since writing a review, now they've tried to make it all better by giving me an email to contact, yea, that will help.

RoundPoint misapplied my payment. I should be paid ahead but instead I'm told in $56 past due and a $68 late charge they will not waive. The staff are rude and unhelpful. Avoid this place if you can!

Roundpoint Mortgage has demonstrated highly questionable business practices. They acquired my loan from my previous mortgage servicer on October 1, 2023, and since that time, my monthly payment has been consistently and inexplicably increased. Despite making the required adjustments to address any escrow account shortages, their projected analyses continue to indicate substantial payment hikes.

Additionally, their customer service is disorganized and ineffective. Each representative provides conflicting information, creating unnecessary confusion and frustration. When requesting to speak with a supervisor, one is subjected to excessively long hold times, often without any meaningful resolution.

I am formally requesting that my mortgage payment be reinstated to its original amount. I have satisfied the escrow shortage in full, and as such, there is no justification for the increased payment amount. Should this issue not be corrected immediately, I will have no alternative but to pursue formal complaints with the following regulatory agencies: the Department of Financial Protection and Innovation (DFPI), the Consumer Financial Protection Bureau (CFPB), the California Attorney General’s Office, and the Federal Trade Commission (FTC). I trust this matter will receive your immediate attention to avoid further escalation.

Based on my experience, I would strongly advise against doing business with this company.

We apparently did not get the insurance coverage date covered in time, so there was an 8 day lapse in coverage. This was 2 months ago. Now they want to charge us for those days for insurance in the past. Even though we are covered currently with a policy.

If I could give zero stars, I would. This mortgage company has made what’s already a difficult time even more frustrating and stressful. After our home was affected by a flood, our insurance paid out the claim—but instead of releasing the funds so we can repair our home, this company has done nothing but stall and make excuses.

Every time I call, they claim they're missing a document that I’ve already submitted—more than once. They even cancelled my inspection the day of, and I only found out because I called the inspector myself. Turns out, the mortgage company cancelled it without notifying me. When I followed up, they again said they were "missing documents"—the same ones they’ve already received!

Their idea of "scheduling an inspection" apparently means waiting 5–7 business days just to schedule it, which is completely unacceptable given the situation. It feels like they’re doing everything they can to delay releasing the funds—probably so they can hold onto the money and collect interest.

This company is disorganized, dishonest, and clearly not acting in the best interest of their customers. I would not recommend them to anyone. If you’re dealing with disaster recovery, the last thing you need is a mortgage company making it worse.

I have called your 877-426-8805 four (4) times regarding my account. I have spoken to 4 different Roundpoint personnel. None have been helpful.
I have not received any of the information requested (below), and all I do get is delay, delay, delay.

Mar 17 Spoke with Paulie-He said it would take a few days and also suggested I put my request in an (below)
Mar 20 Spoke with Ton-He stated that my requests would be completed and emailed to me by Mar 26. I complained about the delay and he had no answer.
Mar 26 Spoke with Jasmine-She stated this was a "complex issue" and it would take until April 4th to complete. I asked to speak with a supervisor, and she stated one was not available, but one would call me within 24 hrs. No one ever called............
Apr 03-Spoke with Jazz, he informed me he could run a payment history form Jan 20204 to present and that would take 3 business days. Then my request for an escrow analysis would take an additional 10 business days

This is horrible customer service.

I would like this issue to be escalated and the requested information delivered immediately.

Unfortunately, there is not "0" rating. As a business executive and homeowner for 50 years, and at the risk of hyperbole, I must say this is the most poorly managed, if not criminal, organization I have interacted with. Despite all their exhortations about providing excellent customer service, it is terrible. This is the second time I have had the misfortune of a home mortgage being with them. When I learned that my current bank loan had been acquired by RoundPoint, I groaned. Not again, please god. Sure enough, despite paying on time by automatic withdrawal from my checking account, I get a notice of no payment. I have been trying with no success for SIX MONTHS to resolve whatever the issue is. Attempting to do this on the telephone is impossible--different responses, different amounts of money supposedly owed each time. I finally received an "escrow analysis" I had requested. A computer print out, the type was so small and faint that neither I nor my accountant could read it, even with a magnifying glass. I was told that was all that was available. I could go on and on, but eventually I wrote a letter including my documentation of my escrow amounts for taxes and insurance and requesting a written explanation from them why their amounts are different. I sent this to the CEO, CAO, head of servicing and a supervisor two months ago (it's impossible to find any of this information on their website, nor would anyone provide it on the telephone). So far, silence. I received a "secure" email from RoundPoint, but by the time I saw it during the day, the short time frame for opening it had expired. I can no longer get into my on-line portal because I lost my password and the system has some glitch that prevents me from creating a new one. I have now hired a lawyer and filed complaints with state and federal agencies. I can only hope that whoever the incompetent and/or criminal individuals running this organization get their due.

RoundPoint Mortgage and RoundPoint Mortgage Servicing are unethical and I believe criminal. I have always paid my mortgage payment one month in advance. But when it was sold to RoundPoint, they would not send my next month's bill until a week or ten days before it was due. I always paid this bill immediately, but sometimes due to USPS delays, it would not arrive until after the first of the next month. RoundPoint then charged me a late fee and would not refund these fees. They also began erroneously charging me an entire monthly fee that I had already paid and, despite showing them that I was completely up to date by presenting photos of my payment checks, they denied my appeal. And since I refused to pay this double fee on my statement, they then continued to bill me late fees. I eventually became so upset about this that I paid off my loan and all unfair charges completely just to be rid of them. Even so, after paying my mortgage completely, I got at least one monthly statement from them and solicitations for me to purchase homeowner's insurance through a company they are associated with. I am now in discussions with an attorney about suing them, and I intend to have the same discussions with the County Attorney about criminal prosecution. DO NOT HAVE ANYTHING TO DO WITH THIS COMPANY! THEY WILL STEAL MONEY FROM YOU! Thank you.